Deskside Support Specialist


Deskside Support Specialist

  • Contract
  • Toronto
  • Posted 1 month ago

JO 2438: Deskside Support Specialist

Location: Toronto, Ontario

Contract Term: 10 months

Knowledge & Skills:

  • Three to five years of experience and/or training; equivalent combination of education and experience
  • ITIL Foundation Certification
  • Microsoft certification (eg. Microsoft Certified Systems Engineer (MCSE)) – strongly preferred
  • Ability to construct solid relationships and to demonstrate expert level ability to inspire trust and maintain confidentiality to best support and improve end user needs and to better understand how each individual operates and how to best support and improve their experience (Required 5 Years)
  • Monitoring and maintaining systems that run Windows 10 (Required 2 Years)
  • Configuring backup and recovery options (Required 5 Years)
  • Configuring hardware and applications (Required 5 Years)
  • Configuring access to resources (Required 5 Years)
  • Configuring mobile computing (Required 5 Years)
  • Configuring network connectivity (Required 5 Years)
  • Resolving computer problems (Required 5 Years)
  • Workstation testing and security updates (Required 5 Years)
  • Application packaging (Required 2 Years)
  • Imaging and software management (Required 2 Years)
  • Licence management (Required 2 Years)


The primary objective for this position is to provide support for the desktop environment, work with internal/external service providers to resolve incidents and problems, consult with and train end users, ensure organizational standards and policies are being followed.

  • Analyze and document end user inquiries
  • Research, resolve and respond to complex questions received via ticketing tool and provide support on services in accordance with current standards. Follow up with user to ensure problem is resolved satisfactorily
  • Communicate technical information to technical and non-technical teams and customers
  • Support desktop and laptop systems, including break/fix service, operating system and application loading, application configurations and user settings, and desktop administrative duties
  • Assist in software requirements analysis, testing of software systems or applications for software enhancements and new products
  • Support all security patches and operating system upgrade activities
  • Participate in project assessment, software packaging, custom scripting, pilot testing, user acceptance and communication, and remediation activities associated with software deployments
  • Write technical documentation in the form of test plans, installation plans and incident reviews. Interface with other release team members to ensure all technical aspects of the deployment have been accounted for in order to minimize risk to IT infrastructure
  • Perform reactive troubleshooting to effectively identify potential incidents or problems, and attempt to eliminate them from occurring in the future
  • Construct and provide technical coaching and mentoring to other desktop services staff and company associates
  • Acquire and maintain knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions when working on projects
  • Support authorized uses connecting or attempting to connect to the corporate network and assist in the coordination and completion of accessing LAN, print, and file services; connection to WAN, and accessing appropriate LAN segments
  • Install new or upgraded non-standard hardware/software as assigned via service requests. Coordinate installation with the user and follow up to ensure customer satisfaction
  • Assist in configuring cell phones (iOS, Android, BlackBerry)
  • Provide repair and maintenance for mobile devices (excludes warranty repair)
  • Provide VIP / executive support for software and equipment including desktop devices, mobile devices, display screens, video systems, docking stations, communication devices, printers, scanners, wireless networking, etc
  • Represent EUS in projects to ensure operational readiness. Act as product liaison, working with other areas of IT to solve technical issues
  • Provide regular, accurate, and timely feedback regarding customer requirements, including supervising assignments and maintaining timely communication with other resolver teams and service delivery managers
  • Utilize problem management database and systems to track and report on customer calls and requests
  • Maintain and contribute to a knowledge base
  • Update tickets with accurate and timely records of work performed, and resolution detail
  • Escalate to third party providers when necessary

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Deskside Support Specialist

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